I think most of us are aware of the fact that customers are important.
In fact, in many cases, theyre more important than ever.
Businesses are continually morphing and evolving the various elements of how they operate.
It’s free, every week, in your inbox.
While the customer is key, though, catering to an e-commerce customer can be challenging.
If you dont have solid, customer-related metrics to guide you, creating a winning strategy can be impossible.
Thats where your QA score comes into play.
What is your QA score?
The question is, how can you track, analyze, and improve your customer experience?
Traditionally, businesses gauge CX with things likecustomer satisfaction (CSAT) scores.
The problem is, these can be skewed by external factors.
This generates data that is non-specific and does not suggest specific areas of improvement…
Enter the QA score.
However, Ive found that they can be a bit misleading.
In fact, at times, they can even contradict the more accurate data offered by a QA score.
Quality assurance software platform MaestroQA recently conducted ananalysis of 265,000 customer support tickets.
On their own, these simplistic questionnaires tend to fall flat.
Rather thanprovide meaningful data, they cloud the problem with emotional responses.
The feedback will likely be negative.
A case can be made for the opposite to be true, as well.
When you use a QA score, however, it can pinpoint precise areas of both strength and weakness.
It can be tailored to meet each companys needs, and can provide critical feedback.
